Senior Program Services Specialist, DTickets

At Deloitte, the internal operations team provides a full range of hospitality and business services. Team members work collaboratively and apply their specialized knowledge and skills to provide a holistic, customer-centric experience for Deloitte professionals, clients, and guests. 

The Ticket Administration & Servicing team is a collaborative and inclusive virtual team of professionals located across the country but not limited to participating in live events if required.

Job Description

If you enjoy coordinating, planning, and collaborating; are engaging, proactive, and detail-oriented; thrive in a team environment; and are passionate about delivering an outstanding customer experience, join us!

The Senior Services Specialist (Senior Ticket Administrator) is responsible for independently coordinating end-to-end ticket administration and event operations for the Deloitte Tickets program. This role manages ticket portfolios across assigned markets, oversees operational execution, supports financial and reconciliation processes, drives stakeholder communications, and helps ensure ticketing services are delivered efficiently, accurately, and in compliance with established protocols and contractual requirements. 

This individual will work closely with Marketplace Principals, Chiefs of Staff, Finance, and other cross-functional teams, external venues, and vendors to understand priorities, manage portfolio performance, and support business development objectives through effective ticket and event administration. 

Work You’ll Do 

As a Senior Program Services Specialist, your responsibilities will include: 

Ticket Administration & Portfolio Ownership 

• Independently coordinate the end-to-end ticket administration process for assigned markets and portfolios. 

• Review contracts, understand terms, and help develop practical approaches to optimize utilization of ticket assets and event resources. 

• Administer the Ticket Management System, including entering events, maintaining inventory, determining pricing, monitoring activity, and managing order workflows. 

• Review and act on new orders in accordance with approval protocols, including initiating personal payment communications where appropriate. 

• Oversee ticket distribution and related event logistics such as parking, catering, food and beverage administration, and suite requirements. 

• Manage inventory updates and marketplace postings based on event schedules, portfolio priorities, and seasonal demand. 

Stakeholder & Vendor Management 

• Build and maintain effective working relationships with Marketplace Principals, Chiefs of Staff, internal teams, and external venues and vendors. 

• Support stakeholder discussions regarding ticket utilization, portfolio needs, and opportunities for ticket expansion. 

• Serve as a reliable point of contact for operational issues, escalations, and time-sensitive ticketing needs. 

• Provide portfolio coverage during PTO, leave of absence, periodic weekends, or high-volume periods to maintain continuity of service. 

Inbox Management & Issue Resolution 

• Manage shared inbox operations and ensure timely, accurate, and professional responses across a broad range of requests. 

• Triage and resolve Ticket Management System and service-related issues, using sound judgment to escalate as appropriate. 

• Ensure urgent requests, especially those within 48 hours of an event, are prioritized and addressed promptly. 

• Troubleshoot more complex operational and stakeholder issues with limited oversight. 

Communications, Reporting & Continuous Improvement 

• Customize, review, and distribute market-specific communications to PPMDs and other stakeholders. 

• Send weekly communications, reconciliation notices, payment notices, and event-related updates. 

• Monitor reporting and analyze utilization against allocations, contracts, and budget expectations. 

• Prepare and organize portfolio documentation, ensuring teams' folders and shared resources remain current and accessible. 

• Collect and summarize user feedback, identify recurring issues, and recommend process improvements to enhance service delivery. 

Financial & Reconciliation Support 

• Support reconciliation processes for season tickets, VIP purchases, personal purchases, and missing credit card charge reporting. 

• Monitor financial communications, including payment delays and charge discrepancies, and escalate issues as needed. 

• Communicate submission period updates with Finance teams and support timely completion of portfolio reporting requirements. 

• Prepare reconciliation documentation, including Excel reports with multiple WBS code breakdowns. 

• Process vendor invoices with accuracy and ensure alignment with contract terms, invoicing requirements, and firm guidelines. 

• Manage workload priorities based on event schedules, financial deadlines, and stakeholder needs. 

Project Support & Operational Leadership 

• Support project planning, execution, issue tracking, and risk mitigation across ticket administration activities. 

• Provide regular status updates to stakeholders on portfolio activity, issues, and deadlines. 

• Support onboarding, cross-training, and knowledge sharing across the broader team as needed. 

• Perform ad hoc duties and take on additional responsibilities based on business needs. 

Required Qualifications: 

• Minimum of 5 years of relevant experience in hospitality, operations, ticket management, event support, office support, customer service, or another service-oriented environment 

• Proficiency in Microsoft Office applications, including Excel, Word, Outlook, PowerPoint, and Teams 

• Strong written, verbal, and interpersonal communication skills 

• Strong critical thinking, problem-solving, and decision-making skills 

• Ability to manage multiple priorities and operate effectively with greater independence 

• Experience supporting financial tracking, reconciliation, reporting, or operational coordination 

• Ability to work occasional overtime, nights, and weekends based on event schedules.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

An Ideal Candidate will possess:

• Hospitality-related experience is strongly preferred 

• Experience with ticketing/stadium, event, or portfolio management systems 

• Proficiency in OneNote, OneDrive, SharePoint, AI tools and other collaboration platforms 

• Experience working with multiple stakeholder groups and external vendors 

• Strong organizational skills, attention to detail, and comfort handling escalations 

• Willingness to support cross-functional coverage and continuous improvement efforts 
• Knowledge of sports, teams, and leagues is a plus.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $66,600- $129,300.

Information for applicants with a need for accommodation:https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html

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